Refund policy
We want you to be happy with your order. This policy explains how returns, refunds and replacements work, and what to do if something goes wrong with a delivery.
Your rights under the Australian Consumer Law
Our products come with guarantees that can't be excluded under the Australian Consumer Law. If a product is faulty, damaged when it arrives, not as described or not what you ordered, you're entitled to a replacement or refund. Nothing in this policy limits those rights. The rules below about unopened items and the 30-day timeframe apply to change-of-mind returns only.
Damaged, faulty or incorrect items
If something arrives damaged, faulty or isn't what you ordered, email support@metamood.com.au with your order number, a short description and a photo. We'll arrange a replacement or a refund, including any shipping costs. Please don't throw the product or packaging away until we've been in touch, in case the carrier needs to see it.
Change of mind
We accept change-of-mind returns when:
- you contact us first to arrange the return
- the product is unopened, with its seal completely intact
- we receive the return within 30 days of your purchase date
Because our products are consumed, we can't accept change-of-mind returns of opened products or products with a broken seal. Return shipping for change-of-mind returns is paid by you, and the original shipping cost isn't refunded.
How to start a return
Email support@metamood.com.au with your order number and the reason for the return. We'll reply with the return address and instructions. Please follow them closely: returns sent without contacting us first may not be identified correctly, which can delay your refund. We're not responsible for items sent to an incorrect address because we weren't contacted first.
Refunds
Once your return arrives, we'll inspect it and let you know whether it's approved. Approved refunds go back to your original payment method within 7-10 business days. Depending on your bank, it can take a few more days to appear in your account.
Lost parcels
If your parcel hasn't arrived within the delivery times in our shipping policy, contact us. We'll work with Australia Post or the courier to find it, and if it can't be found we'll send a replacement or refund your order.
Undelivered and refused parcels
Returned undelivered. If a parcel comes back to us undelivered (for example because of an incomplete address or because it wasn't collected), we can either refund the products minus the original shipping cost and a 5% processing fee, or reship your order once you've paid the additional shipping fee.
Refused parcels. If you refuse a parcel for any reason other than visible damage, we'll refund the products once it arrives back with us, minus the original shipping cost, the return shipping fee charged by the carrier and a 5% processing fee. We can't know the return fee until the carrier charges it. Refused parcels are sometimes lost on the way back; if it never reaches us, we can't issue a refund. Please let us know straight away if you refuse a parcel.
Visibly damaged parcels. If you refuse a parcel because the packaging or the products are obviously damaged, you won't be charged anything. Once it's back with us, we'll refund your whole order or send a replacement at no cost to you.
Duplicate orders
If you've placed the same order twice by mistake, email us as soon as possible. If it hasn't shipped, we'll cancel and refund it. If it has, please accept the parcel rather than refusing it, and we'll arrange a change-of-mind return.
Questions
Email us at support@metamood.com.au or visit our contact page.